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Job Title: POS Support Technician
Location: Philadelphia, PA
Position type: Contract on W2
Position Summary
As a POS Support Technician for our Philadelphia-based client, you will serve as the primary technical anchor for retail operations, ensuring the seamless functionality of mission-critical point-of-sale systems. This onsite role requires a hands-on professional capable of managing the full lifecycle of retail hardware—from initial imaging and configuration of Windows-based terminals to troubleshooting complex OS issues and managing hardware asset inventory. Working within an ITIL-aligned environment, you will collaborate with cross-functional teams to execute large-scale device rollouts and refresh projects, providing high-level technical expertise and clear communication to maintain peak operational efficiency in a fast-paced retail environment.
Key Responsibilities
Hardware Lifecycle Management: Image, configure, and deploy Windows-based POS hardware, including HP Engage Go systems and Ingenico payment terminals.
System Maintenance: Provide comprehensive support for Windows 10 and Windows 11 operating systems across all retail devices.
Technical Troubleshooting: Diagnose and resolve complex hardware and software failures, peripheral connectivity issues, and OS-level glitches.
Project Execution: Lead and support store-wide device rollouts, hardware refreshes, and technology upgrades to ensure zero downtime for retail operations.
Inventory & Assets: Maintain an accurate database of all POS hardware inventory, ensuring spare pool levels are optimized and assets are tracked throughout their lifecycle.
Service Management: Utilize ServiceNow to document technical issues, track progress, and ensure all support tickets are resolved within established SLAs according to ITIL principles.
Qualifications & Skills
Technical Expertise: Demonstrated experience supporting Windows POS devices and a high level of proficiency with Windows 10/11.
Hardware Familiarity: Proven experience with HP Engage Go, Ingenico, or comparable POS ecosystems and associated peripherals (scanners, printers, card readers).
Project Experience: Solid track record of participating in hardware deployment or technology refresh projects in a retail or enterprise setting.
Process Knowledge: Strong working knowledge of ITIL frameworks and professional experience using ServiceNow for incident management.
Problem Solving: Exceptional analytical skills for troubleshooting OS and hardware-specific issues.
Communication: Excellent oral and written communication skills, with the ability to explain technical concepts to non-technical staff.
Physical/Logistical: Ability to work onsite 5 days a week in Philadelphia and handle physical hardware setups and installations.
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